Tier 1 Support Technician - Remote

Overview

The Tier 1 Support Technician role is a remote position responsible for providing first-level technical support to customers, documenting incidents, and ensuring excellent service delivery.

In Short

• Provide first-level technical support via calls and emails.
• Document incidents and service requests in the ITSM tool.
• Monitor critical infrastructure alerts and escalate when necessary.
• Deliver exceptional customer service and maintain communication.
• Participate in continuous improvement initiatives.
• Collaborate with technical teams to resolve complex issues.
• Work alternate schedules including holidays and weekends.
• Maintain knowledge of ITIL best practices.
• Flexible and self-motivated with strong teamwork skills.
• Engage in process improvement and contribute to Knowledge Base documentation.

Requirements

• Minimum 2 years of experience with ticketing systems.
• Experience with remote monitoring tools.
• Strong customer service attitude and interpersonal skills.
• Excellent written and verbal communication skills in English.
• Ability to manage multiple tasks effectively.
• Strong teamwork skills in fast-paced environments.
• Flexibility and organization.

Benefits

• Comprehensive health insurance including family members.
• Opportunity for AWS and Azure certifications.
• Access to a happy club for employee engagement.
• Support for internet and connectivity costs.
• Competitive salary and benefits.
• Work remotely with a flexible schedule.
• A learning environment for professional development.